ComplaintsforEForms.com

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with forms for a 1 week trial to try one of their "free" residential leases. I signed up and tried using a lease but it unfortunately didn't work out for my purposes. Either way I downloaded the lease and was done. I waited for notification that the trial was ended and never recieved. Until I saw I was charged. I immediately messaged to cancel. They canceled right away but said they wouldn't refund the money because I apparently had another free trial 7 years ago. Under a different email. I was able to sign up with my currently used email with no warnings or issues and frankly didn't recall a free trial.used 7 years ago.

  

  Business response

  07/29/2024

  We respectfully request that this complaint be removed as the customer was denied a refund due to violating our Terms of Use.

  
  This customer registered an account under the email address *************** to activate a Monthly Subscription Plan on January 26, 2017. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a **************** Lease Agreement (Residential). The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. This subscription was canceled during the free trial period, and the customers account was not billed whatsoever. The account was accessed over the next few years to save documents, though the subscription was never reactivated, nor charged.

  
  On July 8, 2024, a second account was registered under the email address ***************, and a second Monthly Subscription Plan was created. Though ineligible per our Terms of Use, the customer utilized a second ***** Free Trial, otherwise offered to NEW SUBSCRIBERS only. No cancellation requests were ever made during the second subscriptions free trial period, and the account was billed on July 16, 2024. 
  Customers have the ability to cancel their subscriptions by contacting support via phone, email, or live chat. They can also cancel at any time from their eForms dashboard or through PayPal. A renewal notification and payment receipt is sent at every renewal via PayPal, as the customer utilized this third-party merchant as the funding source for her subscription. 

  
  All customer activity and communication is timestamped for record-keeping purposes, and we have NO records of any communication from account activation until July 16, 2024, following the conclusion of the trial period and initial charge. When the customer contacted us requesting cancellation and a refund via email, we informed her that the account was ineligible for a refund due to violating our Terms of Use, as she utilized two Monthly Subscription Plans and 7-Day Free Trials. The ticket was escalated to our Customer Support Manager, and the *** informed the customer that our system flagged the second account as ineligible for a refund, due to the violation. After the customer was denied the refund, the customer filed a direct dispute with PayPal. 

  
  PayPal contacted us on Thursday, July 25, 2024, indicating that the dispute case were found in eForms favor based on the lack of prior cancellation, and the violation of our Terms of Use. We informed the customer that we had to abide by PayPals findings. We confirmed with the customer directly that PayPal found the dispute cases in our favor and that we canceled her subscription at period end. The customer has access to her account and all of our services until August 16, 2024. The subscription did not renew, and the account will not billed again. 

   

  We've attached an excerpt from our FAQs on how to obtain your forms for FREE, as well as the excerpt from our Terms of Use relating to Monthly Subscriptions and 7-Day Free Trials offered to NEW members only.

  
  

  Customer response

  07/29/2024

   
  Complaint: 22021122
  
  I am rejecting this response because: I had no way of remembering that 7 years ago I used a free trial. They allowed me to create one. Then there was no notification that the free trial was coming to an end and they planned on charging me. There should be a notification. To inform people. And to claim 7 years ago  I used them for a few days and aome how I am supposed to be aware of that is ridiculous. This is unreasonable and to out things like that in fine print is shady. The reality is I canceled as soon as I was charged because I had no idea the trial was needed and did not need this service. 
  
  Sincerely,
  
  ***********************

  

  Business response

  07/31/2024

  We apologize that this outcome is not what the customer was hoping for. The original account was used to save documents well past its registration in 2017. Supplemental lease agreements and other documents were created and saved under the original account in the years to come, though they were not downloaded, as a download would reactivate the subscription, incurring a charge. We do want to reiterate that all terms of the Monthly Subscription Plan and 7-Day Free Trial are clearly stated on the checkout page, prior to activating the subscription plan with the initial download.

   

  As a new Monthly Subscription Plan was activated under a separate email address to utilize a second 'new member' 7-Day Free Trial, this action violates our Terms of Use, thus making the secondary account ineligible for a refund. Though ineligible for the secondary trial, no cancellation was made within the trial period. As PayPal found the direct dispute in eForms' favor based on the activities between the accounts, the violation of our Terms of Use, and the lack of cancellation within the advertised time period, we must abide by PayPal's decision. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eforms offers a 7 day 'free' trial but won't let you cancel your subscription until eight days after the day you make the account - so no matter what you're going to pay for what is billed as a 'free' subscription. Deceptive business practices in the extreme. Total scam.

  

  Business response

  07/22/2024

  We are respectfully requesting that this complaint be removed as it is not an accurate representation of our services. After this user left this complaint, he contacted our customer support team and our agents informed him of the activity on his account, confirming he did cancel his subscription, and the account would never be billed.

   

  This user signed up for a Monthly Subscription Plan on July 20, 2024, and the plan comes with a 7-Day Free Trial period. The customer canceled the subscription the same day, July 20, 2024 (within the 7-Day Free Trial period). Though canceled, the customer maintains access to his account throughout the remainder of the free trial period, ending July 28, 2024. The subscription will not renew, and the account will not be billed. 

   

  The customer called our customer support team yesterday, July 21, 2024, saying he couldn't cancel until after the free trial was over. Our agent informed him of the activity on his account, confirming that his subscription was canceled within the trial period. Our agent explained that as he canceled within the free trial period, he still has access for the remainder of the trial period at no charge. The subscription would not renew following the conclusion of the free trial period, and the account would not be billed. The customer admittedly stated he misunderstood, and that he thought he would have been billed. The customer apologized for his misunderstanding, once he realized that he had access through the remainder of the 7-Day Free Trial period, and that his account would not be charged whatsoever.

   

  As the complaint does not represent our services offered, and the complainant admitted that he misunderstood the terms of the 7-Day Free Trial, we are respectfully requesting that this complaint be removed. Thank you 

   

   

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 17 I signed up for a FREE account with this company. I downloaded a few forms for a school project, that were supposed to be free, and have not used the account since then as this was a one off thing I needed to accomplish. On June 27 I get charged $49 for a paid membership I don't remember signing up for and never received any notification I would be charged, never received an email stating I had signed up for this account (I must have done it by mistake) and was just suddenly charged $49. I tried to claim via PayPal and the company lied to PayPal (telling them they cancelled my account, which they did not, I did this myself) and using the justification that on June 17, before I had even been charged, I downloaded 2 forms therefore I had used the service that I was not billed for until 10 days later. Due to their lies, ****** rejected the claim to refund my money. These are very shady and manipulative business practices. I just called the company directly and asked again for a refund, and they refused to help me because I had filed the dispute. They screenshot EVERYTHING, every login, as if they are constantly on the defensive and ready to protest anything with a customer.At this point I just want a refund of my $49 for a product I do not want, need, and cannot use. They can see that I have not used the account at all since the charge, since they already were more than happy to screenshot my login history.

  

  Business response

  07/03/2024

  We respectfully request that this complaint be removed as it does not represent a genuine account of the customer utilizing our services or communicating with our customer support staff.

  
  All customer activity and communication is timestamped and recorded for quality assurance purposes. This customer registered an account under the email address ******************* on June 19, 2024, not June 17, 2024, as her complaint states. 

  
  In lieu of downloading a FREE template or paying $55 for a Single Document purchase, this customer activated a Monthly Subscription Plan on June 19, 2024, at 5:46 PM EST. This plan comes with a 7-Day Free Trial for new members and the customer downloaded three (3) documents after using our form-filling software (a premium service associated with the subscription plan). The terms of the subscription and free trial period are listed in our Terms of Use and reiterated on the checkout page prior to the initial download when activating the subscription. This subscription was NOT canceled during the free trial period which concluded on June 27, 2024 (the eight day since subscription activation), hence why the customers account was charged via PayPal (the customers payment method of choice). 

  
  Customers can cancel at any time from their eForms dashboard, via PayPal directly, or by contacting our customer support team via phone, email, or live chat. A renewal notification and payment receipt is sent at the end of the trial, and every renewal period via PayPal directly. 

  
  Upon the initial charge being issued on June 27, 2024 (after the conclusion of the FREE 7-Day Trial period), the customer filed a direct dispute via PayPal and logged into their eForms dashboard to cancel their subscription. As the subscription was canceled outside of the 7-Day Free Trial, it was canceled at the initial billing periods end. The customer has full access to her account and all our services under the plan until July 27, 2024. 

  
  The customer contacted our support team via phone and requested a refund. Our support agent informed the customer that *********************** does not have the ability to edit a transaction while it is currently being investigated by PayPal due to a direct dispute, as it is placed in a HOLD status by PayPal. The agent informed the customer that as it was previously disputed with PayPal directly, we must abide by the decision stemming from their investigation unless the customer removes the dispute prior to PayPal concluding their investigation. 

  
  The dispute wasn't removed and we were notified by PayPal yesterday, July 2, 2024, that the case was found in eForms favor based on the activity on the customers account and no cancellation requests made during the 7-Day Free Trial period. We must abide by PayPal's decision and the account is ineligible for a refund.

  
  Though the subscription has been canceled, the customer has access to their account and all services under the Monthly Plan until July 27, 2024, at 5:46 PM EST. The subscription will not renew, and the account will not be billed again. Attached are the customers activity log and PayPals dispute decision for record.
  

  
  

  Customer response

  07/03/2024

   
  Complaint: 21934461
  
  I am rejecting this response because:

  Other consumers need to be made aware of your shady business practices. Once again you are lying as you are saying that the PayPal case wasnt finalized until the 2nd, but I did not call until the 2nd after I had already been contacted by PayPal with the results. Also, the associate I spoke with on the phone did NOT tell me that if I did not remove the dispute that the company would not be able to remove the charge later. He specifically told me that he couldnt do anything while the dispute was open, but if I would remove it they could review my account to see if they could remove the charge. So, in other words, you are threatening or attempting to bribe by having a PayPal dispute removed - is that even legal? It is certainly manipulative and unethical.

  
  This is the only company I have ever dealt with that doesnt send a notification you are about to end a free trial period and charge a consumer money. You have multiple complaints for doing this. There is no reason at all that you cannot send a courtesy notification other than deliberately deceptive business practices hoping to catch people who are unaware and charge them needlessly. Your entire system is set up to contribute to this scam.

  I am providing a screenshot of my activity log from the company itself (having blocked out personal info) proving I cancelled the subscription on June 27 which the company continually claims I did not do, instead lying and stating THEY cancelled it. As to the date I provided of June 17, that was a typo that I cannot go back and correct.

  
  Sincerely,
  
  *************************

  

  Business response

  07/08/2024

  We apologize for the customer's frustration, but our original complaint response stated is correct, and the timeline agrees with the customer's latest reply. 

   

  Customers can cancel at any time from their eForms dashboard, via PayPal directly, or by contacting our customer support team via phone, email, or live chat. A renewal notification and payment receipt is sent at the end of the trial, and every renewal period via PayPal directly if a customer elects to use a third-party merchant such as PayPal. 

   

  Upon the initial charge being issued on Thursday, June 27, 2024, at 6:00 PM EDT (after the conclusion of the FREE 7-Day Trial period), the customer filed a direct dispute via PayPal and logged into their eForms dashboard to cancel their subscription on June 27, 2024, at 8:46 PM EDT (following the conclusion of the trial and initial charge). We are in agreement that the customer logged in on June 27th and canceled her subscription. As the subscription was canceled outside of the 7-Day Free Trial (concluding over two hours prior), the customer canceled the subscription at the initial billing periods end within the active monthly cycle. 

  
  
  The customer contacted our support team via phone and requested a refund the following Tuesday, July 2, 2024 at 6:01 PM EDT. At the time of her call, our system still reflected that PayPal had an open dispute investigation on the transaction in question. Our support agent informed the customer that *********************** does not have the ability to edit a transaction while it is currently being investigated by PayPal, as it is placed in a HOLD status by PayPal directly. The agent informed the customer that as it was previously disputed with PayPal, we could only consider and process a direct refund on the account if the HOLD on the transaction is released. Furthermore, if PayPal closes the case, we must abide by the decision stemming from their investigation. We were contacted by PayPal the same day, July 2, 2024, stating that PayPal found the case in eForms' favor based on their investigation.

   

  Though we understand that this outcome is not what the customer is seeking, our hands are now tied based on PayPal finding the direct dispute case in eForms' favor. Though canceled, the customer has full access to her account and all our services under the plan until the end of the active billing cycle concluding July 27, 2024, at 5:46 PM EDT. The subscription will not renew based on her cancellation at period end, and the account will not be billed again. Please note that the customer continued to utilize our services in the initial monthly billing cycle after her cancellation as three (3) additional forms were downloaded on Friday, June 28, 2024, at 9:31 AM EDT.  

   

  Attached is a screenshot of the call transcription from July 2, 2024, ending at 6:05 PM EDT, and our agent's follow-up email sent to the customer immediately after the call concluded at 6:06 PM EDT, reiterating the information the customer is claiming she was never told by the agent.  

   
  

  Attached is the customer's activity log showing the timestamps of the conclusion of the 7-Day Free Trial, the sign in and cancellation after the conclusion of the trial and initial charge. 

   

  Attached is the excerpt from our Terms of Use citing the terms of the Monthly Subscription and 7-Day Free Trial duration. 

  Customer response

  07/09/2024

   
  Complaint: 21934461
  
  I am rejecting this response because:

  You arguing over 2 HOURS which is a ridiculous reason not to issue a refund on an UNUSED PRODUCT. I will not close my case until I receive the refund, and as stated before, I want other consumers to know about your ridiculously shady practices.

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I downloaded a free lease agreement from E-Forms and they started charging me $49 dollars a month. Their only email to me went straight into my spam folder. I tried to log onto their website to cancel the service and they did not have any of my emails on record. I had to call them and they claimed that I had signed up for a subscription at $49 per month, which is a lie. Why would I agree to pay them $49 a month for a single "free" pdf download. They must have these terms hidden somewhere in pages of ****. This is deceptive and unethical business practice.Now they will dispute this complaint with their usual form letter dispute, but look at the pattern, scroll down and you'll see pages full of this same complaint. Don't do business with this company. They are predators.

  

  Business response

  07/01/2024

  We respectfully request that this complaint be removed as it does not represent a genuine account of the customer utilizing our services or communicating with our customer support staff. This customer was verbally abusive to our staff, cursing and threatening our support agent after our agent professionally explained the activity on the customers account, informing him why the account was billed. 

  
  In lieu of downloading our FREE blank template without registering an account or entering any personal information, this customer chose to register an account under the email address ******************* and activated a Monthly Subscription Plan on February 19, 2024. This plan comes with a 7-Day Free Trial for new members to utilize our form-filling services and grant ****** to our entire database of premium forms during the active subscription. He utilized the subscription to create a California Residential Lease Agreement through our form-filler at the time of activation. 
  
  
  The terms of the subscription and free trial period are listed in our Terms of Use and reiterated prior to the initial download on the checkout page when activating the subscription and free trial. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, nor in any of the following billing cycles prior to its most recent renewal on June 27, 2024. A renewal notification and payment receipt is sent at every renewal period to the email address used at customer registration.

  
  Customers can cancel at any time from their eForms dashboard, or by contacting customer support via phone, email, or live chat. No cancellation requests were ever requested prior to the customer contacting us via phone on June 29, 2024, following the most recent renewal charge on the 27th. Once our agent explained the activity on the account and reasoning for the renewal charges, the customer became hostile, vulgar, and threatening toward our staff. All customer activity and communication is timestamped and phone calls are recorded for quality assurance purposes.
  
  
  Though the customer was hostile toward our staff during their interaction, our support agent processed a courtesy refund for the most recent renewal charge issued on June 27, 2024, as there was no additional activity on the account following the latest charge, per our Terms of Use. Our support agent canceled the subscription per the customer's request, and sent a cancellation and refund confirmation email to the customer at 11:18 AM EST on June 29, 2024, immediately following the conclusion of their phone call.

  
  
  We respectfully request that this complaint be removed as it does not represent a genuine experience utilizing our services, or interacting with our customer support staff. All details and terms of the Monthly Subscription Plan were provided at checkout, reiterated upon registration, and presented in the activation confirmation email. Contrary to this complaint, our support agent relayed the account activity and reasoning the customer was billed in detail upon inquiry when the customer called our support line on June 29, 2024. We ask that the customer allow 5-7 business days for the refund to appear back in their account, if the charge did not VOID completely if still pending at the time of refund. 
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 27, 2024, I purchased a limited liability company (LLC) operating agreement online from E-Forms that purports to be a draft agreement that conforms to the requirements of FL law. The agreement contains provisions that are in flat out violation of FL law. As one example, the draft agreement states that an LLC operating agreement can provide rules for distributions to equity holders. This is flat out wrong. Section 605.0404(1) of FL's limited liability act provides that distributions MUST BE pro rata to equity holders based upon each holder's equity contribution to the LLC.Please note that E-Form is an auto fill--meaning that the purchaser can fill in the names and addresses of the business and the equity holders and sign on the dotted line--as if a business can do that and be "good to go." Hardly!!!! A business that does that will be in big trouble because the agreement online does not comply with FL law.Thank God I had this document reviewed by someone who basically threw it away. It is completely unusable.I have tried to contact the business three times--twice by email and once by phone. The email responses seem to be automated responses that pick up on the word "refund" and then ask me for information that does not apply to me--specifically, the automated replies from E-Forms are asking me for the name of the agency that rejected the operating agreement. This does not apply to me because FL law does require an operating agreement to be filed with the state. (By the way, it is kind of amusing that E-Forms does not apparently read its incoming emails, much like it does not read its own agreements! Ha ha ha.)

  

  Business response

  06/13/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience interacting with our support staff and the claims made regarding our forms compliance are not accurate.

   

  This customer contacted our customer support team via email on Tuesday, June 11, 2024, at 5:22 PM. The email bodys format was jumbled text that was difficult to read, though we could ascertain that the customer was not happy with the ********************** information, requesting a refund of her Single Document Purchase for the FL LLC Operating Agreement. Though the email was not legible (attached for reference), as with all Single Document Purchase refund requests, our support team responded requesting information from the form that was being contested, and asked if it was rejected by a government agency, as we could not read the customers initial email. This was NOT an automated response. It was a personalized email response from one of our support agents, addressed directly to the customer, requesting additional information based on her request. 

   

  The customer responded with another email yesterday, June 12, 2024, again with formatting issues, making it difficult to read, so our team requested the additional information again. The customer then responded making claims that our responses were automated and threatening to contact online review platforms to make public complaints.

   

  
  Based on the customers emails not being legible, our customer support manager contacted the customer directly via phone yesterday, June 12, 2024, at 1:21 PM EST, within one hour of her latest email response. The manager requested further clarification of the specific issues with the form that were being contested. The customer stated she put it in her original email, and would not provide additional information. Our manager asked for clarification as we could not read the initial email clearly, due to the formatting issues, though the customer would not elaborate. The customer then threatened again to leave negative comments on public review boards such as the BBB. Our manager had to end the call due to the aggressive nature of the conversation and being threatened without being able to obtain any additional information from the customer. 

   

  Regarding the validity of the FL LLC Operating Agreement: This customer utilized our form-filling software and elected to create it as a two-member organization, taxed as a partnership (screenshot of her election attached). She also created the form, electing the option under Assignment of Interests allowing a member to ASSIGN or TRANSFER their LLC ownership interest with No restrictions (screenshot of her election attached). As eForms is a DIY website and default language is generalized based on state provisions, there may be situations that do not apply to all customers based on their form elections, though the form maintains general compliance standards. 

   

  
  After our ************************** reviewed this customers complaint, they confirmed that this customer is misstating the law by claiming distributions "MUST" be allocated pro rata (a proportional distribution as related to the member's ownership interest) in all instances. F.S.A. ******** (1) actually states that distributions must be allocated pro rata BEFORE the company's dissolution, i.e., not in all cases, and ********(5) further states that the company's profits and losses are to be allocated in the same pro-rata manner. These are the default provisions of the ***************************************** Act (FRLLCA), and listed in the final document that the customer created. However, ******** gives leeway to deviate from those requirements under subsection (2), which states the FRLLCA's default provisions govern UNLESS the operating agreement has a provision that provides otherwise; ******** then states 16 matters in which an operating agreement cannot deviate from the FRLLCA, none of which involve non-dissolution-based distributions.

   

  
  The user most likely takes issue with the verbiage because, as evident from their document, they are one of two members and one of the members (the customer that created the form) will have 98% interest as a result of being the sole member contributing initial funds. Were it the "sole decision of the Members" to distribute net profits, the non-contributing member could conceivably decide on a distribution that is not proportionate to its stake.

   

  
  Our QC Department revised the language of the form, specifically on the distributions and allocations provisions, to default to the FL compliance statutes. The default language requires distributions of net profits and losses under a pro-rata structure with no discretion from members. This may prove to be an issue in the future if a customer claims they do not want the default pro rata distribution as FL law permits the operating agreement to deviate from it if so stated otherwise in the actual agreement, though now it defaults to this language prior to making such elections.

   

  
  Though the customers final form was populated based on the elections chosen during form creation, we understand her frustration and possible confusion based on some of the verbiage within the form, deviating from the default language. Due to the situation, we refunded the purchase price of the Single Document Purchase ($55.00), notifying the customer of the refund via email prior to responding to this complaint. We are requesting that this complaint be resolved based on the refund being issued, and the form being within compliance with FL law.
  

  
  

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was biiled $49 and I don't know what for. I called eForms. The person answering the phone was nice but she couldn't tell me what I was getting billed for.I think this happened due to paying taxes and some how I got routed to eForms. It is supposedly free but after two weeks they bill you.

  

  Business response

  05/06/2024

  We respectfully request that this complaint be removed as it does not represent a genuine account of the customer utilizing our services or communicating with our customer support staff.

  
  This customer registered an account under the email address ******************* and activated a Monthly Subscription Plan on March 20, 2024. This plan comes with a 7-Day Free Trial for new members. The terms of the subscription and free trial period are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, nor in the initial billing cycle prior to its renewal on April 28, 2024. 

  
  Customers can cancel at any time from their eForms dashboard, or by contacting customer support via phone, email, or live chat. A renewal notification and payment receipt is sent at every renewal period. 
  No cancellation requests were ever made prior to the customer contacting us via phone on April 30, 2024, following the most recent renewal charge. 

  
  The claims made in the complaint regarding our support staff not being able to tell the customer what he was billed for are not factual. All customer activity and communication is timestamped and phone calls are recorded for quality assurance purposes. When the customer contacted us via phone on April 30, 2024, at 11:04 AM EST, our support staff informed the customer that his email (provided by the customer) was used to register an account and activate a Monthly Subscription Plan on March 20, 2024. The plan was used to create a Washington Background Check Authorization Form. The customer confirmed he he created the form, and verified his personal information entered on the form. Our agent informed the customer that the account was billed as he signed up for the Monthly Subscription Plan and no prior cancellation was requested during the free trial period through the time of his call on April 30, 2024. The customer then asked for the subscription to be canceled. 

  
  Our support agent canceled the subscription per the customer's request, and sent a cancellation confirmation email to the customer at 11:07 AM EST on April 30, 2024, immediately following the conclusion of their phone call at 11:06 AM EST. Though the subscription had been canceled, the customer has access to his account and all services under the Monthly Subscription Plan until the end of the billing period which concludes on May 28, 2024, at 5:49 PM EST. The subscription will not renew, and the account will not be billed again. 

  
  We respectfully request that this complaint be removed as it doesnt represent a genuine experience utilizing our services, or interacting with our customer support staff. All details and terms of the Monthly Subscription Plan were provided at checkout, reiterated upon registration, and in the activation confirmation email. Payment confirmation and renewal notices were sent at the time of renewal. Contrary to this complaint, our support agent relayed the account activity and reasoning the customer was billed in detail upon inquiry when the customer called our support line on April 30, 2024. 
  

  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eforms took $199.99 out of my account without notice. This caused my bank account to go in the negative with a $30. Fee

  

  Business response

  05/06/2024

  We respectfully request that this complaint be removed as this customers account had already been serviced prior to it loading to our BBB profile.

  
  This customer registered an account under the email address **************** and activated an Annual Subscription Plan on April 28, 2023. The terms of the subscription are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the active billing period (1 year). 
  Customers can cancel at any time from their eForms dashboard, through PayPal, or by contacting support via phone, email, or live chat. A renewal notification and payment receipt is sent at every renewal via PayPal, as the customer utilized this third-party merchant as the funding source for her subscription. 

  
  All customer activity and communication is timestamped for record-keeping purposes. No cancellation requests were ever made prior to the customer contacting us via phone on April 28, 2024, following her most recent renewal charge. When the customer contacted us requesting cancellation and a refund on April 28th following the renewal charge, our support staff informed the customer that agents do not have the access to refund Annual Plan subscriptions. The customer was notified that the request would be escalated to management, and management would contact her directly within ***** hours. 

  
  Our customer support manager contacted this customer the next day, April 29, 2024. He informed her that we canceled her subscription immediately, and as no activity was performed after the renewal, he processed a $199.00 courtesy refund for the renewal charge collected the day before. 

  
  We respectfully request that this complaint be removed or amended as the account was serviced and a refund was issued within 24 hours, prior to the complaint loading to our BBB profile. Attached is the Refund Confirmation Issued on April 29, 2024, at 8:35 AM EST.
  

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Between 01/16/2024 and 03/16/2024 Eforms has charged my paypal account 3 times $49 unauthorized. I downloaded a FREE rental agreement from their website and was never disclosed i would be charged a monthly fee. I never received a receipt of charge, never once received any email regarding charges or any communication from the website. They quietly charged my account $147 over 3 months for 1 piece of paper that was FREE. I attempted to resolve with them various times by calling ************. They say they do not do refunds and refuse to help me.

  

  Business response

  04/29/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience interacting with our customer support staff, nor our communication relating to subscription renewal notifications.

  
  This customer registered an account under the email address ********************* to activate a Monthly Subscription Plan on January 8, 2024, at 4:11 PM EST. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a Massachusetts Residential Lease Agreement. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. We also provide cancelation instructions to the customer in their activation confirmation email. This subscription was NOT canceled during the free trial period, and no cancellation requests were ever made prior to the customer contacting us via email on March 18, 2024, following her most recent renewal charge. 

  
  Customers have the ability to cancel their subscriptions by contacting our customer support team via phone, email, or live chat. They can also cancel at any time from their eForms dashboard or through PayPal. A renewal notification and payment receipt is sent via email at every renewal via PayPal, as this customer utilized the third-party merchant as the funding source for her subscription. 

  
  All customer activity and communication is timestamped for record-keeping purposes, and we have NO records of any communication from account activation until March 18, 2024. When the customer contacted us requesting cancellation and a refund on March 18, 2024, via email, we informed her that we could not edit any transactions as she already filed direct disputes with PayPal. Transactions are put into a HOLD status with PayPal until PayPal completes its investigation for the disputes. We informed the customer that we have no ability to edit during PayPals investigation, and we must abide by the decision stemming from their case findings. 
  

   

  PayPal contacted us on March 26, 2024, indicating that all three (3) dispute cases were found in eForms favor based on the lack of prior cancellation and no communication from the customer requesting to cancel previous to the latest subscription renewal on March 16, 2024. As such we informed the customer that we had to abide by PayPals findings. We confirmed with the customer directly that PayPal found the dispute cases in our favor and that we canceled her subscription at period end. The customer had access to her account and all of our services until April 16, 2024. The subscription did not renew, and the account was not billed again.  

  
  We respectfully request that this review be removed as it does not represent a genuine experience utilizing our services or interacting with our customer support staff. Attached to this response are the case findings from PayPal in eForms favor based on the customers direct disputes for the charges in question. 
  

  
  

  Customer response

  04/29/2024

   
  Complaint: 21619792
  
  I am rejecting this response because:

   

  I was NEVER informed of such charges. I downloaded a FREE rental agreement ONE piece of paper. The company went on to charge $49 THREE times without my knowledge. I received no receipts for the transactions from eForms - No confirmation emails - NO thank you for your payment the company kept charging. It was not until i was reviewing paypal transactions for something else that i noticed the charges. Even after disputing the charges eForms refused to refund or take accountability even though i never used the service other than that 1 free trial download. As a consumer i feel the company is deceiving customers and utilizing their free trial as means to extort consumers.
  
  Sincerely,
  
  *****************

  

  Business response

  05/06/2024

  We understand the customer's frustration, but *********************** is not able to do anything further regarding this account based on the customer filing disputes directly with PayPal, and PayPal finding each case in eForms' favor.

  To clarify, a Monthly Subscription with a 7-Day Free Trial was activated. She did not download "one free form." Our free templates are located on each form's webpage. This customer elected to utilize our proprietary form-filling software (a premium service) instead of downloading the free template, and activated the Monthly Subscription Plan at the time of download. If the subscription was canceled within the new member 7-Day Free Trial, the customer would have obtained the premium plan's form for free, even after using the form-filling services. As there was no cancellation requested, the subscription renewed after the conclusion of the free trial period. As stated in our original response, a renewal notification and payment receipt is sent via email at every renewal date via PayPal directly, as this customer utilized the third-party merchant as the funding source for her subscription. 

  
  When the customer contacted us requesting cancellation and a refund on March 18, 2024, via email, we informed her that we could not edit any transactions as she already filed direct disputes with PayPal prior to contacting our support team. Transactions are put into a HOLD status with PayPal until PayPal completes its investigation for the disputed charges. We informed the customer that we have no ability to edit any disputed transactions during PayPals investigation, and we must abide by the decision stemming from their case findings. 
  
  
  PayPal contacted us on March 26, 2024, indicating that all three (3) dispute cases were found in eForms favor based on the lack of prior cancellation and no communication from the customer requesting to cancel previous to the latest subscription renewal on March 16, 2024. As such we informed the customer that we had to abide by PayPals findings. We confirmed with the customer directly that PayPal found the dispute cases in our favor and that we canceled her subscription at period end. The customer had access to her account and all of our services until April 16, 2024. The subscription did not renew, and the account was not billed again.  
  

  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Website results on ****** advertise free forms but you are forced to pay for a subscription to access them. It is BLATANT false advertising.

  

  Business response

  04/22/2024

  We respectfully request that this complaint be removed as it does not offer a genuine experience utilizing our website, nor represent our available services. 

  
  To clarify, we offer our forms for FREE as blank templates without registering an account or entering any billing information. Every FREE form is available per compliance standards in Adobe PDF, ********* Word, or as an ODT file on that specific form's webpage on our site. Users can download our templates completely FREE and never have to register an account or enter any personal details or payment information.
  If a customer elects to utilize our form-filling software instead of downloading the FREE form, that service comes with a premium plan. All pricing options are listed in our Terms of Use, reiterated before checkout, and are displayed in full transparency on our pricing page. 

  
  Customers still have the ability to obtain their forms for FREE, even after utilizing our form-filling services, as our Monthly Subscription Plan comes with a no-obligation 7-day FREE Trial for NEW MEMBERS. Customers can use our premium plan software and download one (or every form on our website) completely free within the 7-Day Free Trial period. They will not be charged if they cancel during the trial. Though we offer the free trial with our Monthly Subscription plan, users have the ability to download our forms for FREE without registering an account or entering any personal information by downloading our free templates at any time. 
  Based on this complaint filed with the Better Business Bureau, we reviewed our database to see if this customer ever visited our website and/or if we had any prior communication via our customer support team. Based on the personal information provided by the complainant, we located a registered account in our system, though the user never communicated with our customer support team. 

  
  This user was not offered a FREE trial when saving his most recent Nevada Residential Lease Agreement on April 19, 2024, because he previously utilized our services. This customer originally registered an account in our system on December 7, 2022, and activated a Monthly Subscription Plan and the NEW MEMBER 7-Day Free Trial period to download a previous Residential Lease Agreement. The user immediately canceled the subscription following the successful download of his document (for Free) on December 7, 2022. As he canceled within the 7-Day Free Trial period, the account never incurred any charges. He received his form after utilizing our premium, form-filling wervices, completely FREE. 

  
  When the user logged in on April 19, 2024, and attempted to download a NEW Residential Lease Agreement after using our form-filling services again, he was presented with the checkout page to reactivate his subscription as he previously utilized our 7-Day Free Trial under the Monthly Subscription Plan in 2022.

  
  If the user does not wish to reactivate his subscription, he can download one of our FREE templates anytime. If he wishes to download the recently created form after using our premium form-filling services, he will be subject to reactivating a premium plan or downloading the document as a one-time purchase. 

  
  As the complaint is inaccurate and does not represent a genuine experience utilizing our website, we respectfully request that it be removed. Attached is a copy of the complainants account activity log and a copy of our FAQs showing how to download our templates for FREE.
  

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to cancel a free trial and it did not process correctly. I was charged $49 which they have so far refused to refund.

  

  Business response

  04/05/2024

  We are respectfully requesting that this complaint be removed per the customer's direct indication that they would remove it directly. 

  Our support team had to escalate this refund request to management at the time of the first communication with this customer (when the initial refund request was made) as there was no prior cancellation request made before the initial charge. This complaint was recorded within the 30-minutes from the time of the customer's original correspondence with our support agent and the time our Customer Support Manager replied to the escalated ticket, in which a courtesy refund was issued.

  The customer let us know that they processed the complaint after speaking with our agent, but would remove it once hearing from our Customer Support Manager after the escalation process. As this customer's account was already serviced and the initial charge was refunded within 30 minutes of the original refund request, we respectfully request that the complaint be removed. This complaint loaded to our profile after the refund was issued.

  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩